India’s largest airline, IndiGo, has issued a formal apology following extensive flight disruptions that unfolded over two consecutive days, leaving thousands of passengers stranded across airports in the country. In a detailed statement released on Thursday, the airline acknowledged the widespread inconvenience and assured the public that it is working with urgency and coordination across multiple aviation bodies to stabilise operations and prevent further disruptions.

The airline’s statement comes after more than 300 flights were cancelled on Thursday alone, adding to the over 500 cancellations reported across the two-day disruption window. The scale of cancellations significantly impacted both domestic and international travellers, leading to long queues, extended waiting times, and widespread frustration at major airports.

In its apology, IndiGo expressed regret for the inconvenience caused to customers and stakeholders, stating: “We extend a heartfelt apology to all our customers and industry stakeholders who have been impacted by these events.” The airline stressed that it is fully committed to restoring operational stability and ensuring that passengers receive timely updates regarding their travel schedules.

The disruption originated from what IndiGo described as “misjudgment and planning gaps” during the rollout of the second phase of the revised Flight Duty Time Limitations (FDTL) regulations. These rules, implemented to manage and restrict the working hours of flight crew for safety reasons, required significant operational adjustments. According to the airline, shortcomings in planning for the transition led to crew shortages, reshuffled rosters, and subsequent cascading effects on flight schedules across the network.

The airline stated that its internal teams have been “working diligently” to mitigate the fallout. The efforts, it said, have been bolstered by the support of key aviation authorities, including the Ministry of Civil Aviation (MOCA), the Directorate General of Civil Aviation (DGCA), the Bureau of Civil Aviation Security (BCAS), the Airports Authority of India (AAI), and various airport operators. With their assistance, IndiGo said it is striving to “reduce the impact of delays” and restore normalcy as swiftly as possible.

IndiGo also emphasised that customer communication remains a top priority. The airline assured travellers that they are being informed of schedule changes in real time, and it advised all passengers to verify the status of their flights through the official website or mobile app before leaving for the airport. “IndiGo deeply regrets the inconvenience caused and remains focused on streamlining its operations at the earliest,” the company added.

The scale of the disruption has drawn attention from the highest levels of government oversight. Civil aviation minister Ram Mohan Naidu conducted a review meeting with ministry officials and IndiGo’s senior representatives to assess the situation and recommend corrective measures. Following the review, the minister directed the airline to normalise its operations at the earliest opportunity and underscored that any operational issues must not lead to an increase in fares—a concern often raised by passengers during high-disruption periods.

The ministry further instructed senior officers of the AAI to communicate with airport directors nationwide and provide necessary support to affected passengers. These instructions were aimed at ensuring that stranded travellers received assistance such as accommodation, rebooking options, and timely information.

For IndiGo, which operates around 2,300 flights daily, such a large-scale breakdown presents significant challenges both operationally and reputationally. The airline has built its brand on punctuality, operational efficiency, and widespread connectivity. The recent disruptions have tested that reputation and brought into focus the complexities of large-scale airline operations, especially when regulatory changes intersect with logistical planning.

The revised FDTL rules, although essential for crew safety and compliance with international standards, require meticulous preparation and buffer planning. The phase two implementation appears to have strained IndiGo’s capacity to adjust rosters, manage crew availability, and maintain service continuity without interruption. While the airline acknowledged its missteps, it also reassured customers that lessons from the episode will be incorporated into future planning.

Industry experts have noted that large networks like IndiGo are particularly vulnerable to cascading failures. Even minor scheduling issues involving crew availability can ripple across multiple destinations, especially when aircraft turnaround times are tight and fleet utilisation is high. With the airline already operating close to maximum capacity in the post-pandemic surge in domestic travel demand, even slight deviations from the plan can escalate quickly.

Airports across major cities such as Delhi, Mumbai, Bengaluru, and Hyderabad saw scenes of congestion, with passengers waiting at boarding gates, ticket counters, and baggage areas for hours. Many reported delays in receiving information about cancellations or alternative arrangements, a challenge IndiGo says it is working to correct through enhanced communication protocols.

In its statement, the airline said that teams on the ground are being deployed in greater numbers to assist passengers, address concerns, and expedite rebookings. Essential staff from operations, engineering, and customer service divisions have been mobilised to maintain coordination around the clock. IndiGo also indicated that recovery flights are being planned to reposition aircraft and crew to restore the system to its normal rhythm.

The airline’s assurance of maintaining fare stability was particularly significant, as travel disruptions often trigger sudden hikes in airfares due to reduced availability. The civil aviation minister’s instructions reinforce the government’s stance that airlines must not capitalise on disruption-driven demand spikes.

As efforts to stabilise the flight schedule continue, IndiGo reiterated its focus on safety, discipline, and improved planning. While acknowledging that the disruptions were avoidable, the airline has expressed confidence that collaborative efforts with aviation regulators and operational partners will lead to a full recovery shortly.

The incident underscores a broader challenge within India’s rapidly expanding aviation sector: the need for precise synchronisation between regulatory changes, workforce planning, and network capacity. As the sector grows and demand continues to increase, airlines are under mounting pressure to enhance resilience and flexibility.

For now, IndiGo’s priority remains restoring full functionality, supporting stranded passengers, and ensuring that disruptions do not spill into the days ahead. The airline’s apology reflects an acknowledgment of responsibility and a commitment to regaining passenger trust, even as it navigates the immediate complexities of its operational recovery.

In the coming days, passengers are advised to monitor flight updates closely, arrive at airports with sufficient time to manage any unexpected delays, and stay informed through official communication channels. Meanwhile, aviation authorities and IndiGo’s management will continue working together toward restoring seamless travel and preventing similar issues in future transitions.